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          Hotels

          Showboat Hotel and Casino

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type
          • Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            I booked a room with ********* as I have so many times for the Show Boat from 01/31 to 02/03. I put my husband as the guest since he was going to be there first. I was not arriving until 02/01. I notice when ********* sent me the email it said my name not my husband. i right away contacted ********* who advised me by phone and email that it was corrected. I called the hotel twice during the day and no one picked up just to make sure. When he arrived the front desk was rude and extremely nasty. She told him he couldnt register for the room. Mind you he had the confirmation number and the information. He called me and I try to explain to her that I contact ********* and could send her a picture of my license and passport. She didn't want to hear it and hung up the phone on me. I called ********* and the gentleman who answered also tried calling her and when he told her he was from ********* she hang up on him as well. My husband had to sleep in the car because to book a hotel last minute on a Friday night is extremely expensive. I was able to book for Saturday night a room in another hotel but no one ever called me to say sorry or anything regarding my reimbursement.
          • Complaint Type:
            Sales and Advertising Issues
            Status:
            BBB unable to locate business
            Stayed at Showboat 12/24 to 12/25 reservation number *********. The room was a suite that had multiple issues. First it wasnt fully cleaned when we arrived to the room since housekeeping was still working on it. The heat did not work and they had to come twice to fix. The arcade and games had no staff and everytime a game decided to not work we had to wait ***** minutes for someone to fix the machine. Happened 4 times. Lots of dogs peeing all over the lobby. My son slipped twice on the pee. No one cleans up after themselves. Water park had dirty bathrooms, kids had to walk back to room to use bathroom and get changed. Staff was very limited over the holidays. Why open if you cant staff?
          • Complaint Type:
            Customer Service Issues
            Status:
            BBB unable to locate business
            Date of incident 08/16/24 I have been trying to contact your hotel regarding my missing luggage, which I left with your bell captain next to customer service/front desk. Despite multiple attempts, I have been unable to speak to anyone in person.No live person answers any of the hotel's calls. This situation is extremely frustrating. I would appreciate it if someone from the management team could address this issue immediately.Please provide me with the contact details for the relevant management personnel as soon as possible.Thank you for your prompt attention to this matter.
          • Complaint Type:
            Product Issues
            Status:
            BBB unable to locate business
            My family and I went vacationed in AC for three days. I booked the showboat because last year we went and had no problems. However, I should of heeded the reviews that was posted on there site because it was not a pleasant visit. I paid for the room through ***** and believed I paid for everything. When I checked in, I had to pay a deposit for the room, which I was unaware of, but the lady at the desk said it was for room damages. I paid 150. We stayed Tues Aug 6-Thurs Aug 8th. We checked into room 692. The bed closer to the window was very uncomfortable and you can clearly see it was sunken in. Not only was the bed terrible but there was unusual people walking by our door and we felt unsafe. We told the front desk about our issues but they only suggested changing rooms. Room 679 I believe was the room and that room was ten times worse, it smelled so bad. We turned it down and just accepted our room. We didn't have a good visit. I spent what little money I had for this trip for me and my kids and my 68 year old mother who had trouble sleeping in the bed. This hotel did not care. When we checked out, I was told my deposit would be refunded as long as nothing was wrong with the room. Instead they only have me back some of my money taking 51 dollars stating that it was a resort fee. When I checked in they said everything was fine, why was this not found during check in. I did not receive a receipt or break down to show this was not paid and they still to this day on Aug 16th have not done anything.
          • Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            On July 31st my family and I checked into the showboat. Upon our arrival it was pleasant front desk and security was decent as we entered the elevator it was shaky and making noise and we felt unsafe. As we got to our floor 8th floor room 1816 ***** the hall smelled bad.l nonetheless we gave it the benefit of the doubt. We entered the room which seems pleasant as we started disinfecting and making sure everything was ok and kids were safe we notice multiple safety concerns i have photos of. I went to the front desk where I let the lady know and asked if we can possibly get a different room one thats more family/kid safe. She said theres was nothing available and I asked to speak to a manager and she stated there wasnt one until 11pm and that I will get refunded fully and she will have the engineer come fix what he can in our room in which she ensured me they will be there in minutes. We waited about a hour and no engineer and nothing. Wasting precious time from a trip that we paid for. I also asked for the manager to contact me and till this day no one ever did. I am asking that pending charge $226.77 be full refunded and I will go on about my life with never having any kind of contact with showboat or *************. I been calling non stop the last manager ***** i spoke with assured me he will refund me and call me back o ce completed nothing g as of yet. *** reached via social media email and no response as of yet and my money hasnt been returned to me. We couldnt enjoy our stay because we had to make sure our kids were safe in all aspects. They allow dogs which is noted when booking and my daughter has allergies we paid over 2k for this stay along with paying the waterpark which wasnt even worth it. I havent been contacted my daughters came back with ear infections and sick. And i tried giving them time to resolve but this is what it has to come to. At this point I want ALL MY MONEY BACK. the time i have spent is unacceptable
          • Complaint Type:
            Product Issues
            Status:
            BBB unable to locate business
            I booked a room at showboat hotel in nj. Online through ************ I got confirmation number and was not told about cancelation policy When I had to cancel 3 weeks in advance this hotel told me you have to cancel through ************ And that they have many problems with them. I asked for a manager and rep named John hung up on me. I called back and he complained how he has to deal with these problems and hung up again! I called *********** they said I need an email from this hotel to cancel and send to ************ I called again. Showboat said we can not help you. My credit card was charged! *********** then sent me an email with attachments saying it it nonfundable? I told them I never received this info. when I booked. I want a refund! Showboat shoudl not take reservations from *********** if they know they have problems with them. I filed a complaint against *********** too. I'm disputing the charge on my credit card too. Please help me; and send me a response back. TY.
          • Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            On 3/31/2024 I decided to drive to showboat hotel after doing 12 hours which total 3 hours Upon walking into hotel at 11 am I realized it was a line that was a mile and asked what is this line for . The answer was tickets for Waterpark I then walk to front desk to see if I can possibly check in earlier to receive Waterpark tickets that came with package I was told no stand in the water park line . Waiting in water park like for 2 hours and it did not move i then went back to front seat to see if I can check in at 1pm she stated it was a few room ready that I can I was already signed up for early check in anyways when booked ! Got into room room had no cover on mattress no blanket or soap called front desk no answer called room service no answer ! No one picks up the phone ! Later went down and went to retrieve water park tickets it was a fire hazard numerous people in line trying to get passes. Not it 2:30pm walk into water park water park is full to capacity ! Can’t get in lazy river! Packed like sardines in while water park. No towels which I believe is a health problem. No one passing towels out ! Went back to room had to call for towels no answer used regular cell phone to call got someone . 3 kids freezing in Waterpark with no towels . Had to buy towels ! Next day had to do the same thing call from cell phone to get someone because no one answers hotel phone ! Called at 9am received towels at 10:45 . 15 mins before check out. This was the worst trip ever! I complained to front desk all they said was can refund you resort free
          • Complaint Type:
            Service or Repair Issues
            Status:
            BBB unable to locate business
            On March 7-March 10, 2024 myself along with seven family members stayed at the Showboat Resort in Atlantic City. My accommodation was from Friday, March 8th- Sunday, March 10,2024 we were assigned room 830. Upon entering the room, I was taken back by the sheets on the bed that had rips and tears on them. There were no fitted sheets on either bed. On Thursday night my husband asked me if I got bit by something, I responded "No". My husband went on to say it felt like something was biting him. I woke up Friday morning and my right thigh rear area was itching, so I scratched it. I went out to Kelsey's and came back and checked my leg at which time I saw a cluster of bumps. I took a picture. On Saturday, I went downstairs to inform the front desk after taking another picture of my leg and asked to speak with a manager. I was told that one was not working at this time (1:30 pm). I then asked the young lady at the front desk to come to the side because I wanted to be discrete when I spoke with her and showed the photo of my leg. I spoke with Ms. T….who apologized and refunded me the resort fee of $51.18. I called urgent care in the area, but they were closing at 2 pm. Saturday evening my leg became worst, and the area was red, swollen, itching, and blistering causing me server pain. On Sunday, morning we checked out and I scheduled an appointment at urgent care where I live. Upon arrival I checked out and told I was bitten by dust mites, spider, some form of insect and had an allergic reaction. I was proscribed antibiotic and told if no improvement within 3 days go to the hospital for IV antibiotics. The were so many disappointments from the food, hotel accommodation, restaurants not open or up to standers, the rooms not clean, me suffering a bit that causing me extreme pain. I now have to take an oral antibiotic and cream, in addition to losing 3 workdays. This weekend's total costed me a total of $981.90 (minus the resort fee) is $930.72.
          • Complaint Type:
            Product Issues
            Status:
            BBB unable to locate business
            Transaction date February 20, 2024 in the amount of $112.54. I made a reservation at Showboat Hotel in Atlantic City Nj. Our stay was from 3/31/24-4/2/24. Upon arrival around 345 PM on 3/31, we got on the check in line, we were on this line for an hour and a half. I had my 2 children with me. When we finally got to the room, we open the door and it smelled like urine and cigarettes. When I went back to the front desk later on, I was told there were no other rooms to move us to and housekeeping would be sent up to spray. Spray does not solve the problem. so my children and I had to inhale that all night. There were children running up and down the hallway and dogs barking all night. The room was absolutely disgusting. we bought waterpark tickets when I booked the hotel, we had to wait another hour and a half online just to get those tickets. Then we had to wait another hour just to get into the waterpark. I tried to dispute this with my credit card company, but was told they can’t dispute deposits. We ended up just leaving and did not stay the second night. The accommodations are awful, and they do nothing to try to fix it..
          • Complaint Type:
            Product Issues
            Status:
            BBB unable to locate business
            On January 15,2024 we made a reservation to stay from Friday, January 19th through January 20th. Attached please see message stating “Credit Card Declined” which clearly asks you to contact them contact within 24 hours to provide a new method of payment. On Wednesday, January 17th we received an email stating the card was successfully charged. We immediately called and asked to speak to someone because we changed our minds. The message was forwarded to the Reservations Team. The team members who responded to this request have declined to refund the money. They allege “the card is on file” and within 24 hours the system automatically charges the card. We inquired about this issue because it was not authorized.

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